Cannot add a participant that contains "support" to tickets.

[j-at-se]

Hello! My team has reported this issue today. I'm able to reproduce it consistently.

Steps to reproduce:

1. Go to a ticket

2. Click the Add Participants button in the widget(a)

3. Type support@example.com in the participant search field

4. Select support@example.com and click Continue

Expected result:

1. support@example.com is added to the participants for the ticket

Actual result:

1. support@example.com is not added to the participants for the ticket

Notes:

1. Other addresses can be added as participants; it seems that having "support" breaks this.
2. This isn't ticket-specific
3. The same happens when editing the ticket
4. The participant(s) already exist in Cerb

Thank you in advance for your help.

(a) The widget in question:
Data query:

type:worklist.records
of:addresses
expand:[]
query:(
  ticket.id:[{{record_id}}]
  sort:email
  limit: 5
)
format:dictionaries

Display this sheet schema:

layout:
  style: table
  headings@bool: no
  paging@bool: yes
  filtering@bool: yes

columns:
  selection/id:
  card/email:
    label: Email
    params:
      image@bool: yes
      bold@bool: yes
      context_key: _context
      label_key: _label
      id_key: id

Display this sheet toolbar:

interaction/add:
  label: Add participants
  uri: cerb:automation:cerb.ticket.participants.add
  inputs:
    ticket@key: record_id
  icon: circle-plus
  hidden@bool: 
    {% if row_selections is not empty %}yes{% endif %}
  after:
    refresh_widgets@bool: yes

interaction/remove:
  label: Remove {{row_selections|length}} selections
  uri: cerb:automation:cerb.ticket.participants.remove
  inputs:
    ticket@key: record_id 
    participants@key: row_selections 
  icon: circle-remove
  hidden@bool: 
    {% if row_selections is empty %}yes{% endif %}
  after:
    refresh_widgets@list:
      Participants

interaction/copy:
  label: Copy to clipboard
  uri: cerb:automation:cerb.interaction.echo
  icon: copy
  inputs:
    outputs:
      clipboard: {{record_participants|column('email')|join(', ')}}
      alert: Participants copied to clipboard.

[cerb]

On Thu, 05 Sep 2024, ***@***.*** wrote: Hello! My team has reported this issue today. I'm able to reproduce it consistently. **Steps to reproduce:** 1. Go to a ticket 2. Click the Add Participants button in the widget(a) 3. Type ***@***.***` in the participant search field 4. Select ***@***.***` and click Continue Expected result: 1. ***@***.***` is added to the participants for the ticket Actual result: 1. ***@***.***` is not added to the participants for the ticket

It's likely that that email address is set as a Cerb sender address. Those cannot be added as participants.

…

-- Dan Hildebrandt, Developer, Cerb <https://cerb.ai/> Cerb: Enterprise communication and workflow automation

[j-at-se]

I thought of this too but that specific address is not in our sender addresses.

The only thing in common with our sender addresses is that "support" precedes the @domain.com part of the email.

In our case, our sender address is support@s******.com and the participant's is support@m******.co.uk

[cerb]

In our case, our sender address is ***@***.*********.com and the participant's is ***@***.*********.co.uk

In Search -> Email Addresses, pull up that ***@***.**********.co.uk address, edit it, and see what's set on it (worker alternate? banned?) Cerb isn't going to natively reject an address based on it containing a particular string.

[j-at-se]

It looks completely normal:

For comparison, another completely regular email for which we don't have this issue:

[Hildy]

Okay, we're going to need to take a direct look at it. Please email 'team@cerb.ai'.

[cerb]

On Tue, 10 Sep 2024, ***@***.*** wrote: https://cerb.source-elements.com/profiles/ticket/K-09522822/conversation 2. Click the Add Participants button in the widget (right column) 3. Type ***@***.*** in the participant search field 4. Select ***@***.*** and click Continue

Hi Javier! In Setup->Mail->Incoming->Settings, you have `support@*` as one of the To/Cc exclusions. Cerb will refuse to add those as participants. If you remove that entry, it will fix this issue.

…

-- Jeff Standen, Software Architect, Cerb <https://cerb.ai/> Cerb: Enterprise communication and workflow automation

[j-at-se]

Hi! Thank you. I didn't realize this setting also affects manual input. Cheers, [image: Source Elements] *Javier da Rosa* Support Technology Product Owner

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…

On Wed, Sep 11, 2024 at 6:44 PM Cerb ***@***.***> wrote: On Tue, 10 Sep 2024, ***@***.*** wrote: > https://cerb.source-elements.com/profiles/ticket/K-09522822/conversation > 2. Click the Add Participants button in the widget (right column) > 3. Type ***@***.*** in the participant search field > 4. Select ***@***.*** and click Continue Hi Javier! In Setup->Mail->Incoming->Settings, you have `support@*` as one of the To/Cc exclusions. Cerb will refuse to add those as participants. If you remove that entry, it will fix this issue. -- Jeff Standen, Software Architect, Cerb <https://cerb.ai/> Cerb: Enterprise communication and workflow automation — Reply to this email directly, view it on GitHub <#77 (comment)>, or unsubscribe <https://github.com/notifications/unsubscribe-auth/BLBWSGBL2KDCAV5ENHZE5ILZWBXOLAVCNFSM6AAAAABNXCUAHCVHI2DSMVQWIX3LMV43URDJONRXK43TNFXW4Q3PNVWWK3TUHMYTANRRGY4DENQ> . You are receiving this because you authored the thread.Message ID: ***@***.***>